NOC Team Lead – Managed Services

NTT America, Inc.; Cape Town; Presencial; ZAR 350.000 - 650.000; Jornada completa

Descripción de la vacante

The NOC Team Leader at NTT DATA in Cape Town will oversee the Network Operations Centre's daily operations, ensure incidents and service requests are managed within agreed SLAs, and lead a team of technicians to deliver reliable service. You will coordinate cross-functional teams, monitor queues, and drive continuous improvement.

You will bring 3–5 years in a NOC/Managed Services environment, strong ITIL knowledge, and experience with ITSM platforms such as ServiceNow, Remedy or ManageEngine.

Formación

• Minimum 3-5 years' experience in a NOC, Service Desk, or Technical Managed Services environment.
• Previous leadership, supervisory, or senior operational coordination experience.
• Strong understanding of Incident Management, Major Incident Management, and SLA governance.
• Understanding of basic networking and automation principals.
• Experience managing operational queues and driving service delivery performance.
• Strong stakeholder, customer, and vendor management skills.
• Excellent verbal and written communication skills.
• Proven ability to manage escalations and coordinate multiple technical teams.
• Experience with ITSM platforms such as ServiceNow, Remedy, ManageEngine, or similar.
• Knowledge of ITIL principles and service management best practices.
• Strong analytical, reporting, and problem-solving capabilities.

Responsabilidades

• Coordinate the day-to-day activities of the team.
• Monitor incident queue and ensure tickets meet SLA/OLA targets.
• Manage escalations and coordinate cross-functional teams.
• Provide coaching, mentoring, and performance guidance.
• Publish operational reports and track SLA compliance.
• Drive service delivery improvements and customer experience.

Conocimientos

Incident Management

Major Incident Mgmt

SLA Governance

Team Leadership

Stakeholder Mgmt

ITIL Principles

ITSM Tools

ServiceNow

Networking Basics

Problem Solving

Herramientas

ServiceNow

Remedy

ManageEngine

Descripción del empleo

The NOC Team Leader at NTT DATA in Cape Town will oversee the Network Operations Centre's daily operations, ensure incidents and service requests are managed within agreed SLAs, and lead a team of technicians to deliver reliable service. You will coordinate cross-functional teams, monitor queues, and drive continuous improvement.

You will bring 3–5 years in a NOC/Managed Services environment, strong ITIL knowledge, and experience with ITSM platforms such as ServiceNow, Remedy or ManageEngine.